Job Description
Role Purpose
The Technical Account Manager (TAM) owns the technical relationship for a portfolio of Wavenet’s managed IT customers.
The role exists to bridge the gap between reactive support and commercial account management, ensuring customers receive proactive technical guidance, clear planning, and consistent service quality.
As a trusted technical advisor, the TAM understands each customer’s real‑world environment, identifies risk and improvement opportunities, and helps customers get the best possible value from their managed services.
Key Responsibilities
Customer Ownership & Relationship Management
* Act as the primary technical contact for assigned customers.
* Build strong, long‑term relationships with customer stakeholders at all levels.
* Take full ownership of the customer’s technical landscape, understanding how systems are actually configured and used.
* Represent the customer internally, ensuring Wavenet teams understand priorities, risks, and expectations.
Proactive Technical Management
* Carry out regular technical reviews and forward‑planning sessions with customers.
* Deliver structured health checks covering infrastructure, cloud services, security, backup, monitoring, and endpoint management.
* Identify technical debt, unsupported platforms, and emerging risks, and clearly articulate remediation options.
* Help customers align their IT environment with best practice, vendor supportability, and security standards.
Service Quality & Escalation
* Work closely with Service Desk and Engineering teams to ensure excellent day‑to‑day service delivery.
* Act as an escalation point for complex or recurring technical issues.
* Review incident trends and recurring problems, driving permanent fixes rather than short‑term workarounds.
Technical Planning & Change
* Support customers with infrastructure changes, upgrades, and cloud adoption.
* Provide technical input into solution design, change planning, and project delivery.
Commercial Awareness (Non‑Sales)
* Identify genuine opportunities for improvement, optimisation, or additional services based on customer need.
* Work collaboratively with Account Managers and Sales teams, providing technical insight and credibility.
* Support customers in optimising service consumption, licensing, and support models.
* Clearly explain the value, risks, and impact of technical recommendations in a way customers understand.
Documentation & Governance
* Maintain accurate technical documentation, diagrams, and configuration records.
* Ensure clarity around what is in scope, out of scope, supported, and unsupported.
* Contribute to internal reporting on customer health, risk, and engagement.
Qualifications
Technical Experience
* Strong background in managed IT services, ideally from a senior service desk, engineering, or technical escalation role.
* Solid experience with Microsoft 365, Azure AD / Entra ID, Intune, and cloud services.
* Good understanding of security posture, identity models, backup, monitoring, and endpoint management.
* Experience supporting SME to mid‑market customer environments.
Professional Skills
* Confident, professional communicator with excellent customer‑facing skills.
* Ability to translate complex technical issues into clear, practical advice.
* Highly organised, able to manage multiple customer relationships effectively.
* Calm, methodical approach to problem solving and escalation.
Desirable
* Previous experience as a Technical Account Manager, Service Delivery Manager, or similar role.
* Experience working alongside sales or account management teams.
* Exposure to regulated or security‑focused environments.
Qualifications (Desirable)
* Microsoft certifications (Microsoft 365, Azure, Security).
* ITIL Foundation or equivalent service management experience.
* Relevant technical certifications (networking, security, backup, cloud).
Additional Information
What Success Looks Like
* Strong customer relationships and high customer satisfaction.
* Reduced recurring incidents and technical risk across the TAM portfolio.
* Clear, actionable technical roadmaps for customers.
* Positive feedback from customers and internal delivery teams.
* Improved customer retention and long‑term value.